Customer Care Associate at OMRON Group in Hoffman Estates, IL

Summary: OMRON Group is a leading global manufacturer of industrial automation products focused on sensing and control technologies. The Customer Care Associate supports direct customers and channel partners by resolving inquiries, processing orders, providing availability and tracking information, and coordinating with internal teams and warehouses.

Responsibilities:
- Effectively resolve Customer Care inquiries from beginning to closure in a considerate, accurate, and timely manner according to documented processes and procedures
- Comfortably communicate with customers (internal and external) using the assigned communication channels
- Answer customers’ questions on price and availability (standard price or previously approved special pricing)
- Receive customer orders and order changes via e-mail, Electronic Data Interchange (EDI), and enter these into JD Edwards (JDE) database
- Provide stock availability, factory lead-times, and tracking information
- Direct customers’ questions regarding product applications and specifications to Inside Sales, Product Support, or the Product Marketing Manager as required
- Communicate frequently with our 3PL warehouses & Operations Team
- Interact with outside Sales Territory Managers, Area Sales Managers, Inside Sales Reps, Supply Chain and other Omron personnel as required to manage customer orders
- Identify trends related to internal and external inquiries and recommend policy or process improvements that support excellent customer service and impact quality and performance standards
- Data entry in various platforms
- Maintain performance and quality standards based on established department metrics, including turn-around times
- Work on special projects as assigned

Required Qualifications:
- Associate's Degree or equivalent work experience required
- Minimum of 1 year of experience in Customer Service or similar field with direct customer interaction (B2B preferred)
- Basic proficiency in MS Outlook, Teams, Word, and Excel skills
- Excellent verbal and written English communication skills required
- Strong interpersonal and customer service skills with the ability to build positive relationships with customers and internal stakeholders
- Ability to accurately process orders, maintain data integrity, and manage multiple tasks
- Strong attention to detail, organization, and problem-solving skills
- Ability to prioritize workload, meet Service Level Agreements, and provide timely order status updates and responses to customer inquiries
- Demonstrates self-discipline, time management, adaptability, and the ability to collaborate effectively in both virtual and team-based environments
- Maintaining effectiveness when experiencing major changes in work responsibilities or environment (i.e. people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful
- Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences
- Effectively managing one's time and resources to ensure that work is completed efficiently

Preferred Qualifications:
- Background in related industry, manufacturing or distribution preferred
- Knowledge of JDE is preferred
- Working knowledge of CRM or case management platforms preferred (i.e. Salesforce, Oracle Cloud)
- Spanish or French is an asset

Required Skills: Order Processing, MS Outlook, Microsoft Teams, Microsoft Word, Microsoft Excel, Electronic Data Interchange (EDI), JD Edwards (JDE), CRM Platforms, Verbal and Written Communication

Benefits: This position is also eligible for an annual performance-based bonus program.